Senior Enterprise AI Customer Success Manager

NiCE; United States; On-site; USD 120,000 - 160,000; Full time

Job summary

NiCE is seeking a Customer Success Manager to drive enterprise software outcomes and strategic ROI for Cognigy’s products. You will guide customers through implementation, identify needs, and coordinate solutions with cross-functional teams. The role reports to the Team Lead, CSM and requires strong executive communication.

Ideal candidates have 5+ years in software, CCaaS/AI experience, and travel up to 20% in the USA; you will design retention programs and help grow customer value and advocacy.

Qualifications

• 5+ years in software industry as a Customer Success Manager, driving measurable outcomes.
• Experience with CCaaS, AI or conversational AI is mandatory.
• Ability to articulate strategic business value to senior executives.

Responsibilities

• Guide customers in strategically utilizing Cognigy’s technology to maximize ROI.
• Identify customer needs through structured discovery and coordinate implementations.
• Provide assessments and advice through technical discussions highlighting value of features.
• Engage with enterprise executives to drive transformational change and advocate ROI.
• Define and track customer success metrics and report value delivered to customers and the business.
• Design and implement retention strategies, including executive business reviews and customized plans.
• Create compelling proposals and align them with customer goals; negotiate terms.
• Develop customer advocates via case studies, testimonials, and referrals.
• Collaborate with sales and technical teams to sustain loyalty and satisfaction.

Skills

CCaaS

AI/Conversational AI

Executive comms

Customer focus

CRM familiarity

Tools

CRM platforms

CS tools

Data analysis tools

Job description

NiCE is seeking a Customer Success Manager to drive enterprise software outcomes and strategic ROI for Cognigy’s products. You will guide customers through implementation, identify needs, and coordinate solutions with cross-functional teams. The role reports to the Team Lead, CSM and requires strong executive communication.

Ideal candidates have 5+ years in software, CCaaS/AI experience, and travel up to 20% in the USA; you will design retention programs and help grow customer value and advocacy.